Job Description

501128 Golders Green, Greater London, United Kingdom, NW11 Health Customer Service Full Time / Permanent Opening on: May 19 2025 Closing on: May 26 2025

The Service Delivery Manager role reports to the Regional Service Delivery Manager (RSDM) and leads on the delivery of volume, quality, customer service and colleague related measures. They will lead a team of Functional Assessors and Site Coordinators to deliver the PIP benefit.



The role will coach, mentor and provide leadership to Functional Assessor's and Site Coordinators' within a designated team/location, developing and implementing plans to drive improved performance and share best practice. The role will have line management responsibilities.

Responsibilities:

Provide visible leadership and direction to the team/site, to enable the effective delivery of volume, people, quality and customer service-related measures within those teams/sites. Coach, mentor and lead a team of Functional Assessors' and Site Coordinators' with action planning and development plans through effective performance management processes, showing understanding, respect and compassion for the opinions/needs of other people, if they differ from their own. Motivate and inspire team members through continuous professional development and recognising exceptional performance, identifying and developing team members with potential in support of effective succession planning. Positively contribute to team effort and support others in their approaches and be dedicated to the values of the organisation, maintaining composure even in stressful or conflict situations and having the strength to wait for the right time to intervene, make decisions or act. Effective reporting on team performance to the RSDM, including daily, weekly results, explanation of deviation from targets, and plans for corrective actions as agreed. Ensure the team make best use of technology and management information to effectively analyse performance, enabling them to understand key drivers and implement plans to address as required. Collaborative working with Clinical Support Lead to support Functional Assessor's where quality issues or support is required. Build trust amongst colleagues and peers through strong working relationships and facilitate communication and engagement across their team, setting expectations clearly and concisely and provide support towards a continuous improvement performance culture. Adhere to the governance structure in place by the PIP Operations Director, ensuring compliance by Functional Assessor's.

Essential Criteria:

Leading and developing a high performing team. Highly organised with ability to prioritise and manage workloads. Delivering challenging performance targets. Enjoy helping others and building relationships, being cooperative and patient, fostering a culture of customer and client focus. Creating and executing action plans to drive performance improvement. Energetic and confident in expressing themselves with experience in building strong working relationships, influencing and empowering others to make pro-active decisions. Enjoy working on practical and technical tasks, investigating or observing situations to identify and implement solutions. Performance driven with strong performance management to drive continuous improvement. Display confidence and a calm and steady presence to effectively manage difficult situations. Experience in a supervisory or leadership role with strong performance focus. Ability to work effectively in a fast-changing, complex, multi-stakeholder environment - comfortable dealing with ambiguity. Excellent PowerPoint and written communication skills, though equally proficient with spreadsheets and business analysis software. Performance driven with analytical mindset and strong attention to detail. Able to build relationships and earn respect from peers and colleagues at all levels. * Strong coaching and mentoring skills.